topic 6 communication in administration. you need to know about … effective communication what...
TRANSCRIPT
Topic 6
Communication in Administration
You need to know about …
Effective communication What is meant by internal and
external communication Features of good communication Methods of communication Barriers to communication Effects of poor communication
Effective Communication
An admin assistant needs to communicate with lots
of people every day.
Communication can be done via letter, telephone, computer or any method
that involves passing information from one
person to another.
INTERNAL AND EXTERNAL COMMUNICATION
• Internal communication – between people in the same organisation. Tends to be informal as you are dealing with people who know you.
• External communication – with customers or suppliers or anyone outside the business. It is important to present a good image of the organisation.
FEATURES OF GOOD INFORMATION
Is it easy to understandMeaningful
Cost should be no more than the benefit
Cost Effective
Meets the need of the audienceRelevant
Delivered on time and up-to-date
Timely
No key facts missingComplete
Should be true and correctAccurate
METHODS OF COMMUNICATION• Facae to Face – interview,
conversations • Oral – spoken
communication, eg meetings, interviews, telephone, presentations
• Written – letters, memos, reports, adverts, job descriptions
• Electronic – usint an intranet, the internet, e-mail, blogs, social networks
ORAL COMMUNICATION
Appropriate for personal and delicate situations
Message can be clarified if not understood
Difficult with large numbers of people
Instant feedback
Personalities can create barriers
Info can be given quickly
No permanent recordCheaper than written
WeaknessesStrengths
WRITTEN COMMUNICATION
No body language visible
Can be looked at when convenient
Takes longer to prepare
Better than spoken if many points to be covered
No immediate feedback
Can be structured and consistent
Difficult for some, eg learning difficulties
Provides permanent record
WeaknessesStrengths
ELECTRONIC COMMUNICATION
Can be looked at when convenient
Some geographical areas have no or limited access
Information is sent immediately
Relies on technology working
Available 24/7
Relies on someone checking regularly
Provides permanent record
WeaknessesStrengths
BARRIERS TO COMMUNICATION
If no response, unsure if message has been received
Lack of feedback
Receive only part of message, eg only picking up part of message
Bias and selectivity
Too much information is difficult to process
Information overload
Receiver disinterestedLack of interest
Hearing or seeing what you expect
Jumping to conclusions
Different ages, cultures, personality
Differences in perception
Physical, eg traffic or technicalNoise
Unclear or inaccurate messageDistortion
EFFECTS OF POOR COMMUNICATION
Low moral and self-confidence
Frustration leading to stress
Damaged working relationships
Poor performance
On the individual …
High staff turnover
Lower productivity
Poor employee relationships
Increased costs
On the organisation …
To sum up, do you know …
What is effective communication What is meant by internal and
external communication Features of good communication Methods of communication Barriers to communication Effects of poor communication on the
individual and the organisation